Senior Customer Success Manager

- Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder's platform

- Remove barriers to adoption so customers achieve their desired outcomes expediently

- Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations

- Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross-sell motions

- Oversee renewals and forecasting, ensuring timely, successful commitments

- Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve

- Develop deep expertise in Coder's products to provide global customer coverage

- 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred

- Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC

- Hands-on experience with Salesforce and other industry-standard CS platforms

- History of building strong relationships across executive, business, and technical stakeholders

- Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross-functional teams

- Habit of staying current on industry trends, CS best practices, and the competitive landscape

- High EQ with strong verbal communication and technical writing skills

- Self-motivated with a creative and analytical approach to problem-solving

- Customer success or sales experience focused on developer tools

- Experience with Totango or a similar Customer Success platform (e.g. Gainsight)

- Tinker with AI and the developer tools ecosystem (e.g. ChatGPT, Claude, Cursor)